One month ago, I quoted an e-mail from Blockbuster saying I had to return outstanding discs “by Saturday, October 1, 2005 in order for you to avoid additional charges.”

They lied.

In tonight’s e-mail:

Hello, J,

We have completed your request to cancel your BLOCKBUSTER Onlineâ„¢ 2 month free trial, Unlimited rents membership on Monday, August 1, 2005.

However, our records indicate Osama has not been received, and we have charged your payment card [redacted] $21.19.

If you have already returned the movie, you will be refunded the $21.19 less a $0.00 restocking fee. If you feel you have been billed in error, please contact Customer Care at 1-866-692-2789 between 9 a.m. and 7 p.m. CST Monday through Friday.

Thanks,
BLOCKBUSTER Online Customer Care

I don’t think it all unreasonable to expect that borrowed discs be returned within 30 days of cancellation. I think that’s rather generous, actually. But don’t go telling your customers they have 60 days and then change your mind. That makes you either unprofessional, incompetent, or both.

(As an aside, the other thing that truly annoys me about this error is that the relationship is entirely electronic. How am I supposed to convince a skeptical customer service rep that their systems are actually in error? An easily forged print-out of the e-mail? I have no hard copy of the message, so it’s just a small step up from my word against theirs…)

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